北京招聘

Position Summary:
The primary responsibilities of client service representatives include Service Desk coverage, troubleshooting complex technical issues, and management of client communications. In this position, a client service representative addresses issues according to the Service Level Agreements, informing customers of the status as deemed necessary, escalating issues via normal channels if necessary, and ensuring that the issue/call is properly updated in the Call Tracking System.

Primary Roles/Responsibilities:

Provide support for administration, configuration, and maintenance of the Compuware APM products to ensure effective monitoring of critical customer business applications
Identify, triage and resolve customer and internal issues via phone, email, and online forum
Take ownership and accountability for the case resolution process
Act as a technical liaison with Development teams to evaluate and report bugs.
Provide a quality and timely response to customers
Manage customer expectations with regard to their resolution timeframe and status
Provide attention to cases according to Service Level Agreements
Participate in developing and maintaining product information in the internal knowledgebase
Maintain a regular work schedule to ensure adequate support coverage
Mentor customers on Compuware APM Product best practices
Represent Compuware in the highest professional manner, through written and oral communications, to ensure maximum client satisfaction in all forms of engagement.
Inform Team Leads and Management of potential escalations and assist when they occur, by gathering call status, participating in conference calls with Sales, Product Management and Development and following up with the customer until a resolution has been reached
Participate in phone coverage and Enterprise QQ rotation as business dictates
Perform additional duties as requested by Team Leads or Management

Required Skills/Competencies:

· Strongly customer-service oriented.
· Significant experience providing technical support for software products, preferably in direct customer service (phone and email)
· Ability to develop a strong relationship with the user community
· Excellent verbal, written and interpersonal communication skills
· Excellent organizational/time management skills
· Highly motivated, energetic and committed to getting results
· Ability to learn new technologies
· Critical thinking, analytic and problem-solving abilities
· Ability to multi-task and prioritize job requirements
· Experience with Microsoft Word, Excel and Salesforce.com
· Ability to work independently and in flexible hours, including in weekends.
· Bachelor degree in computer science or equivalent experience


Technical Skills/Competencies:
1) 1+ years of experience in software engineering and Object Oriented Programming (OOP)
2) 2+ years of solid enterprise level .NET or Java development/support/operations
3) Excellent spoken and written English is a must. Excellent communication skills are required.
4) Preferred: Experience with complex distributed applications (SOA based on Java and NET.)
5) Preferred: Experience in configuration of application servers (Websphere, Weblogic, Jboss, tomcat)
6) Advantage: good understanding of web and enterprise applications
7) Advantage: hands on experience with Solaris, AIX, zOS, zLinux, HPUX
8) Advantage: in-depth knowledge of common Java, NET or web frameworks.

Personal Attributes:
(1) Ability and desire to continuously increase technical knowledge
(2) Initiative
(3) Flexibility
(4) Team player
(5) Reliability
(6) Self-managing
(7) Committed

Company Overview:
Founded in 1973, Compuware provides software, experts and best practices to ensure applications work well and deliver business value. Compuware solutions optimize end-to-end application performance across the Enterprise and the Internet for leading organizations around the world, including 46 of the top 50 Fortune 500 companies and 12 of the top 20 most visited U.S. web sites. Compuware employed over 4,000 people worldwide. We have more than 100 offices located in 45 countries. Learn more at: http://www.compuware.com.
The company's ongoing success depends on our employees--a diverse team of people with a set of key, common attributes. We seek positive, assertive team players who have a strong desire to succeed in a team- and customer-oriented environment.
研发中心：北京市朝阳区北四环中路27号盘古大观A座601-605, 616-618室
销售市场：中国北京市东城区东长安街一号东方广埸W3办公楼1111-1112室